Booking Terms and Conditions

Ibex Shuttle Ltd · Last updated 13/10/2026

These terms apply to every booking with Ibex Shuttle Ltd. By booking, you agree to them in place of any other terms.

1. About us

Ibex Shuttle Ltd is registered in England and Wales, company number 12013995, VAT number 404493508. Registered office: Unit 1, East Moors Business Park, East Moors Road, Cardiff CF24 5JX. Phone 0333 090 8816, email info@ibexshuttle.co.uk.

2. Bookings

1. All journeys must be booked in advance, and the person booking must be 18 or over.
2. Your quote is based on the mileage by the shortest route and the driver's time from our base and back.
3. Please check the journey, date, time and contact details. We are not responsible for mistakes in the details you give us.
4. We confirm every booking and change by email. We do not charge for making a change, but extra mileage or waiting time may cost more; we tell you the price at the time.
5. For airport transfers, book in line with your airline's check-in times. Allow extra time at rush hour.
6. We may refuse a booking.

3. Prices and charges

1. Prices are quoted in pounds sterling. Once your booking is confirmed, we do not change the price unless you change the booking.
2. Parking, tolls and congestion charges are included in the quote.
3. We are registered for VAT. Journeys for up to 8 passengers include VAT at 20%; journeys for 9 or more passengers are zero rated.
4. Extra miles you ask for beyond the quote are charged at £1.95 per mile.
5. If the chauffeur has to stay overnight, we charge £95 per night.
6. A 100% surcharge applies on Christmas Eve from 17:00, Christmas Day, Boxing Day, New Year's Eve from 17:00 and New Year's Day, unless agreed with us beforehand.

4. Waiting time and no-shows

• Address pickups: 15 minutes free waiting.
• Airport and seaport pickups: 60 minutes free waiting. Give us your flight number so we can follow your arrival.
• After the free time, waiting is charged, along with any car park charges. We wait up to 90 minutes in total, as long as the vehicle can wait and other bookings are not affected. If the vehicle has to leave, no alternative transport, refund or compensation is given.
• We cannot wait where parking is not allowed or a fine could be issued.
• If the passenger is not at the pickup point and we cannot contact you, the booking is a no-show and the full price is payable.

5. Paying

1. For private bookings, we email your invoice no later than 30 days before the journey, or when you book if it is sooner. The balance is due no later than 7 days before the journey.
2. You can pay by card using the secure Dojo payment link in our email, by bank transfer (BACS or CHAPS) quoting your booking reference, or by card or cash to the chauffeur where agreed. Allow time for bank transfers to reach us before your journey.
3. Please raise any question about an invoice within 7 days of its date.
4. Please do not send card details by email.

6. Account customers

1. Accounts are available to UK companies and may be subject to a credit check.
2. Account customers are invoiced monthly and pay within 15 days of the invoice date. Prices are agreed when the account is opened.
3. We may charge interest and compensation on late payments under the Late Payment of Commercial Debts (Interest) Act 1998.
4. You are responsible for making sure your account is used only by people you authorise.

7. The journey

We take the most suitable route on the day unless you ask for a particular route when booking. Our chauffeurs aim to arrive 10 minutes before the pickup time. We are not responsible for delays caused by things outside our control.

8. Safety and conduct

• Our chauffeurs drive at safe speeds and obey all traffic laws.
• Smoking and vaping are not allowed in any of our vehicles.
• No alcohol or illegal substances may be carried or consumed. Food and drink only at the chauffeur's discretion.
• Seat belts must be worn at all times. Children need a suitable child seat: we do not supply them, but you can bring your own and we will store it free of charge at our office until your return journey.
• We may refuse to carry anyone who appears to be under the influence of alcohol or drugs, or who is abusive or puts others at risk. We do not tolerate verbal or physical abuse of our staff.
• We never carry more passengers than the vehicle is licensed and insured for, and only our chauffeur may drive.
• No animals, except assistance dogs.
• Our insurers do not cover injury caused by a passenger's own actions, such as not wearing a seat belt or opening a door while the vehicle is moving.

9. Damage to the vehicle

The person who booked is responsible for any damage their party causes to the vehicle or its contents. We charge the cost of repair or cleaning, plus a fixed rate for loss of work while the vehicle is off the road.

10. Luggage and lost property

1. Tell us how many passengers and cases when you book. A Mercedes S-Class holds up to 4 passengers, 2 standard suitcases and 2 pieces of hand luggage. The chauffeur may refuse luggage that is too heavy or will not fit safely; luggage is never placed on seats.
2. Please check you have all your belongings before the chauffeur leaves.
3. We record all lost property and will try to return it to you; a delivery charge may apply. Items not claimed within 24 hours are passed to the local police.

11. Insurance and our responsibility

We are fully insured for passengers and third-party claims. This is not travel insurance. Your property is carried at your own risk, and we are not responsible for loss or damage to it unless caused by our negligence. We are not responsible for missed flights or events, or other losses, caused by circumstances beyond our control; you may wish to take out travel insurance. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, or your statutory rights.

12. Cancelling

Our Cancellation and Refund Policy sets out what happens if you or we cancel. Because our journeys are booked for a specific date, the 14-day cancellation period under the Consumer Contracts Regulations 2013 does not apply.

13. Your data

We handle your personal details as set out in our Privacy Policy, in line with UK data protection law.

14. Complaints

If you are unhappy with our service, please contact our office by phone, by email at info@ibexshuttle.co.uk, or in writing to the address above, quoting your booking reference.

15. Law

These terms are governed by the law of England and Wales.